Critical Thinking Blog
“Critical thinking is the intellectually disciplined process of actively and skillfully conceptualizing, applying, analyzing, synthesizing, and/or evaluating information gathered from, or generated by, observation, experience, reflection, reasoning, or communication, as a guide to belief and action.”
These blogs are our critical thinking on current events, cultural transformation, leadership, customer-centered excellence, strategic planning & more.
Come join us on an adventure!
If we could distill just three words from all the research on customer expectations, this is what they would be: performance, perception, outcome. This means that customers have performance expectations, perception expectations and outcome expectations....read more
Satisfaction, like beauty and pain, is always a personal matter. It is well known that people willingly become addicted to substances or experiences that enhance or extend satisfaction. That means they can be willing to pay a high price for...read more
Making the distinction between customer-centeredness and customer experience is important. Simply put, customer experience is transactional and operational; customer-centeredness is cultural and strategic. To be transactional means we focus on what...read more
A recent TV ad shows a bank being robbed. As customers are commanded to throw themselves on the floor, the still-standing guard tells the customers the bank is being robbed. One of them asks if the guard is going to call for help. He informs them his job is to...read more
Financial executives generally pride themselves on knowing what incurs costs. So it would probably come as a surprise to discover that the most valuable work is least likely to be measured, managed or subject to rigorous improvement. Suppose the dollar value of that...read more
Goal Setting How do you set, communicate and assure your intended goals are achieved by others? Master that with clarity and high impact and you are a genius. If it were that easy to do, you wouldn’t be getting the big bucks. Let’s make it even easier....read more